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WO-01324911 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Duke Animal Hospital — 3941 N Ashland Ave, CHICAGO IL, 60613

Dec 10, 2025 → Dec 24, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Dec 16, 2025
✗ SLA Missed (2 biz days late)
Active: 6 biz days
Paused: 4 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Dec 24, 2025)
SLA Target
▶ Clock Running
Status: Created
Dec 10 → Dec 10, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 10 → Dec 10, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Dec 10 → Dec 10, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸4d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Dec 10 → Dec 16, 2025
4 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Dec 16 → Dec 16, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Entered
Dec 16 → Dec 16, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
4d
▶ Clock Running
Status: Assigned
Dec 16 → Dec 22, 2025
4 business days (counted)
Running total: 4 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Dec 22 → Dec 24, 2025
2 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 24 → Dec 24, 2025
0 business days (counted)
Running total: 6 of 4 biz days used
Created: Dec 10, 2025 Completed: Dec 24, 2025
Business Days Used 6 / 4
0 4d budget +2d over
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Dec 10 → Dec 10 Created ▶ Running 0 0 / 4
Dec 10 → Dec 10 Ready for Scheduling ▶ Running 0 0 / 4
Dec 10 → Dec 10 Assigned ▶ Running 0 0 / 4
Dec 10 → Dec 16 Awaiting Parts - Customer ⏸ Paused 4 —
Dec 16 → Dec 16 Ready for Scheduling ▶ Running 0 0 / 4
Dec 16 → Dec 16 Entered ▶ Running 0 0 / 4
Dec 16 → Dec 22 Assigned ▶ Running 4 4 / 4
Dec 22 → Dec 24 Scheduled ▶ Running 2 6 / 4
Dec 24 → Dec 24 Tech On Site ▶ Running 0 6 / 4
Dispatch 0.0d
Material Management 4.3d
Coordinators 8.2d
Field Work 0.4d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
4.3 days
Coordinators
8.2 days
Over SLA
Field Work
0.4 days
Billing
0.0 days
Created: Dec 10, 2025 Due: Dec 23, 2025 Completed: Dec 24, 2025 (on time)
📅
10.4 days Total Age
⏱️
4.9d in Assigned Longest Stage
🔄
13 transitions Status Changes
⚠️
7.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00550646
Midmark Service Request Dispatch Authorization - WO-00136923
Closed
Zone 1 WD Water knob to scaler. Tech will need to adjust air line to the Sunlight controller to confirm its not pinched, confirm good air pressure to the controller and swap ports on controller if needed. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you! Ship Exchanged Open 743308 014-10188-00 1.00000 Ship Exchanged Open 743308 016-10424-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Corinne Damsch
Owner
Jessica Sells
Created
Dec 10, 2025
Work Orders from this Case (1)
WO-01324911 (current) Invoiced
Repair • Andrew Przybyla
Created: Dec 10, 2025 • Closed: Dec 24, 2025
Completed with minor delays
Invoiced • 84 days old
🚨
Primary Delay 4.9 days stuck in "Assigned"
⏱️
Total Delay 7.8 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
Ready for Scheduling
0.3d / 1.0d SLA
Awaiting Parts - Customer
4.3d
Assigned
4.9d / 0.5d SLA
Scheduled
3.0d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
3.4d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/22 KKelch called Corinne to schedule for 12/23 between 2 and 4 pm. Customer confirmed. 

12/18 KKelch called Corinne to schedule for 12/22 between 11 and 1 pm. Left VM.

12/16 KHardison: No ETA. Updated due date.

Ship To Name: Duke Animal Hospital Ship To Address: 3941 N Ashland Ave Ship To City/State: CHICAGO, IL 60613 Waybill (Tracking #): 1ZE444250370351603 Carrier: UPS-Parcel-Ground LINE NO: 1.1 QTY: 1 ITEM: 016-10424-00 SERIAL #: DESCRIPTION: CONTROL KNOB WITH INDICATOR LINE NO: 2.1 QTY: 1 ITEM: 014-10188-00 SERIAL #: DESCRIPTION: VALVE, SINGLE TURN NEEDLE

12/10/2025 CRamen assigned to MHuffman and placed into APC


12/10/2025jsells

spoke with Zack, and I gave him the WO# and told her a coordinator will call to schedule the visit

🔧 Work Performed
Tech was handed the parts that were sent to the customer. Tech installed the new water knob and then function tested the unit. Water flowed and there were no leaks found. Tech showed the POC, and she was happy the unit was working again.
🔍 Technician Findings
Tech arrived on site and was told that the scaler water knob needed to be replaced.
⚠️ Problem Description
Zone 1 WD Water knob to scaler. Tech will need to adjust air line to the Sunlight controller to confirm its not pinched, confirm good air pressure to the controller and swap ports on controller if needed. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you! Ship Exchanged Open 743308 014-10188-00 1.00000 Ship Exchanged Open 743308 016-10424-00 1.00000
📄 Description
Midmark AH9000 (Series) Mobile Delivery System (AH9000-001, AH9000-002, AH9000-003)

Timeline

📞
Case Linked Dec 10, 1:57 PM
Case Number: 00550646
Subject: Midmark Service Request Dispatch Authorization - WO-00136923
Status: Closed
📋
Work Order Created Dec 10, 3:36 PM
Work Order: WO-01324911
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Jessica Sells Dec 10, 3:41 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 5m
👷
▶
2 Technician Assigned Dec 10, 4:30 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 48m, 0m
⏳ 4.9 business days
📅
Status: Ready for Scheduling by Kimberly Hardison Dec 16, 10:15 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 5d 17h
🆕
▶
2 Status: Entered Dec 16, 12:09 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Andrew Przybyla
⚠️ 5.0 business days
🗓️
▶
2 Status: Scheduled Dec 22, 9:25 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-23T20:00:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Dec 23, 12:41 PM
Scheduled For: 2025-12-24T20:00:00.000+0000, 2025-12-24T17:30:00.000+0000
🔧
Status: Tech On Site by Andrew Przybyla Dec 24, 12:00 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 2h
🔩
Parts Added Dec 24, 12:33 PM
Type: Parts
Status: Open
Qty: 1
⏱️
4x Labor Added Dec 24, 12:44 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 1.5, 2, 67
💵
▶
2 Expenses Added Dec 24, 2:30 PM
Expenses Added → Status: Completed
✔️
Status: Completed by Andrew Przybyla
From: Tech On Site
To: Completed
Duration in Previous: 2h 33m
🏁
Status: Closed by Andrew Przybyla Dec 24, 3:30 PM
From: Completed
To: Closed
Duration in Previous: 56m
⏳ 4.0 business days
📄
Status: Ready to Bill by Diane Patton Dec 30, 2:41 PM
From: Closed
To: Ready to Bill
Duration in Previous: 5d 23h
💵
▶
2 Status: Billing Review Dec 30, 2:46 PM
Status: Billing Review → Status: Ready to Bill
📄
Status: Ready to Bill by Diane Patton
From: Billing Review
To: Ready to Bill
Duration in Previous: 1m
📨
▶
2 Status: Invoice Pending Dec 30, 2:54 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 3.0 business days
🧾
Invoice Created Jan 4, 3:38 PM
Invoice Number: SM-250153

Bottlenecks

Assigned
Duration: 4.9 business days (threshold: 4.0 business hours)
Exceeded by 4.4 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 3.4 business days (threshold: 1.0 business days)
Exceeded by 2.4 business days

🔗 Related Artifacts

📞
Case 00550646
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Andrew Przybyla
Scheduled
Dec 24, 12:30 PM
Created
Dec 10, 3:36 PM
Invoice #
SM-250153

Work Details (6)

Name Type Status Qty Amount Date
WL-03047317 Parts Open 1 $0.00 Dec 24, 12:33 PM
WL-03047341 Labor Open 1.5 $165.00 Dec 24, 12:44 PM
WL-03047342 Labor Open 2 $0.00 Dec 24, 12:44 PM
WL-03047343 Travel Open 67 $110.00 Dec 24, 12:44 PM
WL-03047344 Expenses Open 1 $0.00 Dec 24, 12:44 PM
WL-03047429 Expenses Open 1 $0.00 Dec 24, 2:30 PM

Details